조직의 정서표현규칙이 종업원의 직무태도에 미치는 영향: 정서노동 전략의 매개효과를 중심으로 = The Effect of Emotional Display Rule on Job Attitude: The Mediation of Emotional Labor

국문 초록 (Abstract)

호텔 서비스직 종사자(191명)를 대상으로 실시된 본 연구는 Schaufeli와 Bakker(2004)의 직무요구-자원 모형에 기초하여, 개별 정서표현규칙이 주요하게 다루는 정서의 유형과 조절 방식에 따라 상반되는 직무태도에 어떤 영향을 미치는지 알아보고 그 과정에서 정서노동 전략의 차별적 매개역할을 검증하였다. 그리고 개별 매개모형의 결과를 종합하여 통합모형을 제시하고 경로의 유의미성과 적합도를 살펴보았다. 결과는 표현규칙의 하위 유형 중 긍정표현규칙이 내면행위 전략을 거쳐 긍정적 직무태도인 직무열의를 정적으로 예측하는 것으로 나타나 요구-자원 모형 내에서 직무자원으로써 기능함을 알 수 있었다. 하지만 부정억제규칙의 경우 직무탈진에 직접적으로 유의한 영향을 미치지 않는 것으로 나타났고, 다만 매개변인을 고려하였을 때는 표면행위를 유의하게 증가시켜 직무탈진을 높이는 것으로 나타나 직무요구로써 기능함을 알 수 있었다. 구조방정식을 이용한 통합모형 검증을 통해 이러한 결과를 모두 지지하는 것을 재확인 하였고, Bootstrap을 통해 두 간접효과의 유의미성이 지지되었다. 끝으로 본 연구에서 나타난 결과의 시사점과 제한점에 대하여 논의하였다.

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